Manager - Flight Communications Office - Central Medical Dispatch

Manager - Flight Communications Office - Central Medical Dispatch


Biweekly Hours: 80.00

Shift: 8-4:30

The MetroHealth System is redefining health care by going beyond medical treatment to improve the foundations of community health and well-being: affordable housing, a cleaner environment, economic opportunity and access to fresh food, convenient transportation, legal help and other services. The system strives to become as good at preventing disease as it is at treating it. Founded in 1837, Cuyahoga County's safety-net health system operates four hospitals, four emergency departments and more than 20 health centers.


Leads MetroHealth's premier and recognized Metro Life Flight (MLF)/MetroHealth emergency care team that provides logistics and facilitation for critical patient calls and routine ground transport for both MetroHealth and partner organizations. Manages the day-to-day operations of the flight communications office (FCO) team. Ensures the effective operation of the team as ambassadors of both The MetroHealth System brand and values and those of its partners. Collaborates with leadership on transport facilitation across the continuum of care. Works with interdisciplinary medical teams regarding patient transportation ensuring medical necessity for transport is met. Coordinates access in and out of the MetroHealth System and utilization management of the Metro Life Flight resources. Establishes customer satisfaction standards and ensures that the highest levels of service are provided by the team. Upholds the mission, vision, values, and customer services standards of The MetroHealth System.


Required: High School Diploma or passage of a high school equivalency exam. Current Ohio EMT or EMT-P certification. Basic Life Support (BLS) certification from the American Heart Association (AHA). Five years of related experience in a busy communication center setting, some of which includes staff supervision and demonstrated educational leadership. Strong working knowledge of dispatching and communications principles for a hospital system. Knowledge in dispatching, patient transport, throughput, and care continuum. Ability to quickly and expertly read a map and understand and convey directions. Knowledge of Ohio geography and other business locations or obtains/displays. Proficient use of flight computer-aided dispatch (CAD) software, mapping software, and Aviation Vendor Operational Control Center software or obtains/displays. Strong computer skills, to include MS Office and data entry. Demonstrates excellent interpersonal, verbal/written communication, and delegation. Demonstrated skills in conflict resolution, team/project management, planning, analysis, problem definition and solution, and consulting. Demonstrates strong analytical, data management, and computer skills. Demonstrates strong leadership, organizational, time management skills. Ability to interact effectively with a wide range of cultural, ethnic, racial, and socioeconomic backgrounds. Preferred: Bachelor's degree in EMS/public Safety/ healthcare or related field. Two years of experience with dispatching/air and ground transportation, access management, discharge planning, or related experience. Specialty certification in professional field. Knowledge of EPIC functionality. Knowledge of emergency transport dispatching software. Physical Demands: May need to move around intermittently during the day, including sitting, standing, stooping, bending, and ambulating. May need to remain still for extended periods, including sitting and standing. Ability to communicate in face-to-face, phone, email, and other communications. Ability to read job related documents. Ability to use computer